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Change to broadband package

Chrisjip
Joining in

I had my 500mb broadband installed on Thursday and opted in for the symmetrical upload speed add on. Taking my package to £41pm. 
Today I contacted CS to see if I could remove the upload speed add on as I now don’t think I need it. With me being with in the 14 day cool off period I thought this would be simple…..far from it. 
the first agent said no problem but then said he couldn’t do it as it was removing the discounts. Making the package £72pm. He transferred me to a 2nd agent who then said this could t be done without messing up the discounts. I asked to speak to a manager and they said one would be in touch. Over an hour to get this far. 
since then I have had no contact from a manager but did have an email saying changes had been made to my account and my new bill will be £72 as from tomorrow?? I didn’t agree to changing anything and don’t understand why this has been done. Can someone look into what’s happened here and reverse any changes that have been made to my account. 

4 REPLIES 4

Client62
Legend

Why not stick with the service you ordered at the original price of £41 / month ?
For 500/500 it is quite a brilliant bargain, a price you may never see again from VM !

Cardiffman282
Super solver

Tbh I lost track of what you did or didn't agree to here with CS. However I broadly agree with Customer Services here (a rare thing indeed for me) in that you would indeed generally expect to lose discounts here if you are not cancelling completely. You might be lucky and find a kind member of the VM forum team who will sort out what you are now looking for but no guarantee. 

---------------
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Demand your call recordings here
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Thanks what I intended doing after they said it couldn’t be done but then I got sent a change in contract for £72 for the exact same service ? 

Hi there @Chrisjip 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your service and thank you again for posting. I would be happy to take a closer look into this with you via a private message so we can see what we can arrange. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.